Sales Team Leader - Pet Insurance

Control Insurance Solutions Pty Ltd.; Rockhampton Regional; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Location – Kawana

Extra leave – ME day & volunteer day

Paid parental leave

Workplace giving – charity matches

Development opportunities – online/var

Employee discounts – Budget Direct

Reward and recognition

Onsite facilities

Get social – events

Discounts across retailers

Job summary

Auto & General (A&G) is seeking a Sales Team Leader – Pet Insurance to lead and develop a team of Sales Consultants within a fast-paced contact centre. You will coach daily, analyze performance data, and drive a culture of customer excellence while maintaining regulatory compliance.

You will foster a high-energy sales environment, manage KPIs, and support onboarding and training for new hires, ensuring strong outcomes and a positive customer experience across all pet insurance conversations.

Qualifications

• Proven leadership in a sales/contact centre or financial services environment.
• Strong coaching and performance development capability.
• Experience with regulatory/compliance frameworks in general insurance.

Responsibilities

• Lead and inspire a high-performance Sales Consultants team in a target-driven environment.
• Coach through regular 1-on-1s, call listening, and performance reviews to upskill staff.
• Oversee onboarding, training, and ongoing performance for new hires.
• Drive performance metrics and data-driven coaching to improve conversion and revenue.
• Ensure customer conversations meet high-quality service standards and regulatory SLAs.
• Identify and communicate risks, ensuring governance and policy adherence across the team.

Skills

Leadership

Coaching

Data analysis

Communication

Regulatory knowledge

Job description

The Role:

As our Sales Team Leader – Pet Insurance, you will lead, inspire, and develop a team of high-performing Sales Consultants within a fast-paced, target-driven contact centre environment. In this role, you will champion a winning sales culture focused on customer excellence, high conversion and strict compliance. Combining strong commercial acumen with empathetic people leadership, you will coach your team daily, leverage data to drive performance and ensure every pet parent receives an outstanding customer experience.

Key Responsibilities:

People Leadership & Culture

• Lead & Inspire: Cultivate an engaging, inclusive, and high-energy sales environment that celebrates team wins.
• Coaching & Talent Development: Conduct regular 1-on-1s, side-by-side coaching, call listening sessions and performance reviews to continuously upskill consultants and build bench strength.
• Onboarding & Training: Partner with other members of the leadership team to oversee the seamless onboarding, technical training and early-tenure performance of new team members.

Sales Performance & Operational Delivery

• Drive Business Outcomes: Manage and monitor team performance against key operational metrics.
• Data-Driven Optimisation: Analyse daily, weekly and monthly performance trends to identify coaching opportunities and implement operational improvements.

Customer Excellence & Escalation Management

• Customer Focus: Champion positive customer outcomes, ensuring all sales conversations adhere to fair, transparent and high-quality customer service standards.
• Complex Issue Resolution: Act as an escalation point for complex sales inquiries or escalated customer complaints, resolving issues swiftly, professionally and within regulatory SLAs.

Governance, Compliance & Risk Management

• Regulatory Adherence: Ensure the team operates in full compliance with General Insurance industry regulations (including ASIC/APRA standards, General Insurance Code of Practice, and internal policies).
• Risk Identification: Proactively identify and report operational, compliance, or conduct risks, ensuring robust internal controls and process adherence across the sales floor.

Knowledge, Skills & Experience:

• Proven Leadership Experience: Demonstrated track record leading, motivating and developing high-performing teams, ideally within an inbound/outbound contact centre or financial services sales environment.
• Sales & Performance Acumen: Experience managing KPIs, using performance data to diagnose gaps and applying coaching frameworks that drive conversion and revenue.
• Insurance / Financial Services Acumen: Sound knowledge of insurance products, sales processes and the associated regulatory/compliance environment (or transferable experience in another regulated sector).
• Communication & Influencing: Outstanding interpersonal, verbal and written communication skills with the ability to build rapport, influence stakeholders, and resolve conflict effectively.
• Problem-Solving & Judgment: Strong analytical thinking, sound judgment and the agility to adapt to changing priorities in a fast-paced setting.

Our Perks:

• Location – This role will be based in Kawana.
• Extra leave - Enjoy additional leave days on us! You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
• Paid parental leave - We support our new parents with paid parental leave and other benefits.
• Workplace giving - If you’re passionate about a cause, then we are too – we offer workplace giving and we’ll dollar match your donations to registered charities.
• Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses.
• Employee discounts - You’ll have access to discounts on Budget Direct insurance products.
• Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
• Onsite facilities - There’s excellent end-of-trip facilities on offer and private spaces for nursing mothers.
• Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
• Save money - We’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia

About us:

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Coles Insurance.

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.